About this guide
From Genesys Documentation
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This topic is part of the manual Genesys Cloud CX Use Cases for version Current of Genesys Use Cases.
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| ID | Title | Product Category | Subtitle |
|---|---|---|---|
| ID | Title | Product Category | Subtitle |
| BO01 | Genesys Work Automation | Digital | Extend journey orchestration to back-office workflows |
| CE07 | Genesys Customer Authentication | Self-Service and Automation | Identify and verify customers in your IVR |
| CE08 | Genesys Voice Payment | Self-Service and Automation | Capture payments in your IVR |
| CE09 | Genesys IVR Personalization | Self-Service and Automation | Increase self-service by personalizing your IVR |
| CE11 | Genesys Outbound Dialer | Outbound | Improve customer communications and increase sales conversion using powerful dialer capabilities |
| CE12 | Genesys SMS & Email Notifications | Outbound | Use SMS and email to send personalized, timely and relevant notifications to customers. |
| CE16 | Genesys Email Routing | Digital | Route email interactions to the best skilled resource |
| CE18 | Genesys Chat Routing | Digital | Route chat interactions to the best skilled resource |
| CE27 | Genesys Co-browse | Digital | Extend web messaging, voice or chat interactions with Co-browse |
| CE29 | Genesys SMS Routing | Digital | Route SMS interactions to the best resource |
| CE31 | Genesys Chatbots | Self-Service and Automation | Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. |
| CE34 | Genesys Messaging | Digital | Offer a powerful new way for customers to connect with you directly in Messages |
| CE37 | Genesys Predictive Engagement | Digital | Use AI powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot. |
| CE41 | Genesys Voicebots | Self-Service and Automation | Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. |
| CE43 | Genesys Personalized Routing with Callback | Inbound | Route voice interactions to the best skilled resource with personalization and callback option |
| EE31 | Genesys Agent Assist | Workforce Engagement | Monitor conversations between the customer and agent to surface contextually relevant knowledge and FAQs. |
| OP01 | Genesys Business Communications | Open Platform | Simplify contact center and business communications |
| OP02 | Genesys CRM Collaboration | Open Platform | Enhance routing capabilities and drive agent screenpops using Genesys Cloud CX Data Actions |
| OP04 | Genesys Voice Services | Open Platform | Telephony Connection Options |
| OP07 | Genesys UCC Third-Party Integration | Open Platform | Enable customer choice of unified communication providers and telephony solutions through integrations with popular platforms. |
| WE01 | Quality Assurance and Compliance | Workforce Engagement | Improve quality of agent handling of interactions by deriving insights from interaction recording along with recorded desktop activity, quality evaluations, speech & text analytics and post-interaction survey. |
| WE02 | Resource Management | Workforce Engagement | Optimize workforce planning and scheduling across all channels. Automate forecasting, scheduling and improve employee engagement. |
| WE03 | Employee Performance | Workforce Engagement | Agent Skills development, Performance management and Gamification |